ServiceNow deepens Claude AI integration across work

ServiceNow and Anthropic have agreed a collaboration that expands the use of Anthropic's Claude models inside ServiceNow workflows, with an early focus on application development and selected industry processes.

ServiceNow said Claude now acts as the default model for ServiceNow Build Agent, a tool used to build applications and workflows on the ServiceNow platform. The companies said the integration also covers other business processes, including work in healthcare and life sciences.

ServiceNow also said it has deployed Claude internally to more than 29,000 employees. The company linked the rollout to sales preparation and engineering work.

Build Agent focus

ServiceNow described Build Agent as a way for developers to create "agentic workflows" using natural language prompts. The company said the workflows can "reason, act, and execute autonomously". ServiceNow also said it has made Claude Code available for engineering tasks.

ServiceNow said it plans deeper integration between Claude and Build Agent. It said this work targets more complex workflows created by professional developers.

Bill McDermott, Chairman and CEO, ServiceNow, positioned the announcement as part of a broader push to embed AI into day-to-day work.

"This partnership is about reimagining how work gets done. It puts the power to build, deploy, and scale mission-critical applications into the hands of every person, in every industry, at every level," said Bill McDermott, Chairman and CEO, ServiceNow.

Governance layer

The companies also framed the tie-up around governance as more organisations run AI across more departments. ServiceNow said customers can access Claude with unified controls, usage monitoring, and compliance through ServiceNow AI Control Tower.

ServiceNow positions AI Control Tower as a central point for managing the intelligence deployed across workflows on its platform. The company said the same approach applies when customers use third-party models alongside ServiceNow models.

Industry work

ServiceNow said it is building agentic workflows with Claude for industries including healthcare and life sciences. It listed research analysis and claims authorisation among the targeted tasks.

The company also made performance claims about Claude in those domains. It said Claude Opus 4.5 leads "major medical benchmarks and life sciences evaluations". ServiceNow said claims authorisation could move from days to hours in some scenarios, alongside lower costs.

Internal deployment

ServiceNow said sellers use an AI coaching experience built on Claude when preparing for customer meetings. It said the system combines real-time web research and enterprise data and pulls material into one place. The company said early results show up to a 95% reduction in preparation time.

On engineering, ServiceNow said it rolled out Claude Code across the company. It said teams use it for writing and reviewing code, debugging, and automating repetitive development tasks.

Dario Amodei, CEO and Co-Founder, Anthropic, described the partnership as an example of embedding AI into normal work rather than using it as an occasional tool.

"A common error enterprises make with AI is to treat it as a kind of 'bolt on' tool that you access now and then. But the way to get much better results is to make AI an integral part of how you get work done - woven into the whole range of things workers do every day. That's where you actually start to see what these systems can do, and it's what we're doing in our partnership with ServiceNow," said Dario Amodei, CEO and Co-Founder, Anthropic.

Model choice

ServiceNow said Claude is available as a preferred model across the ServiceNow AI Platform as part of its "model choice" strategy. The company said it also offers its own domain-specific models and supports other third-party models.

ServiceNow said customers can use Claude's reasoning and coding functions across departments, with workflows that run at scale on the platform. The company said more than 80 billion workflows run annually on the ServiceNow AI Platform.